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Exam 11: Customer Relationship Management and Supply Chain Management

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Question 31

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Tweets can be used as customer touch points.

A) True
B) False

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Question 32

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Collaborative CRM systems provide interaction with customers throughout the entire organization.

A) True
B) False

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Question 33

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For purposes of efficiency, customer data are best stored in the functional areas of the organization.

Operational CRM systems support the front-office business processes which directly interact with customers.

The sales, marketing, and service functions are part of:

The _____ is erratic shifts in orders up and down the supply chain.

Sourcing from external suppliers occurs in the upstream portion of the supply chain.

_____ includes those areas where customers directly interact with the company.

_____ is the time between the receipt of incoming goods and the dispatch of finished, outbound products.

Describe vertical integration. How does this concept relate to supply chain management?

Modern organizations are concentrating on their core competencies and on becoming more flexible and agile.

Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union. Haya orders 40 ties in each of the school colors and 10 in each of four sports. She almost instantly sold out of all the sport themed ties. She decides to approach each of the sports teams on campus to see if they would be willing to buy ties "in bulk". Which of the following is true about Haya's supply chain?

In the past, customer data has been located all over the company, typically in the functional areas.

Describe the three flows along a supply chain.

Extranets use _____ technology to make communication over the Internet more secure.

Describe the elements within sales force automation.

Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union. Which of the following should Haya consider during her first month of operation?

Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union. Haya knows she needs to manage her relationship with her supplier. Which of the following is true?

Transactional CRM systems provide interactive communication with the customer throughout the organization.

In the _____, the production process begins with a forecast.